1. INFS 6225 Object Oriented Systems Analysis & Design
Chapter 13: Installation & Operations

2. Installation
Activities needed to install the system & convert the organization to using it
3 Step Process (Lewin, 1947)
1. Unfreeze - remove users’ attachment to “As-Is” system
2. Move - migrate to new system (Migration Plan)
Technical Migration
Organizational Migration
3. Refreeze - make new system habitual with users

3. Conversion 3 Major Steps: Conversion Style
1. Install Hardware
2. Install Software
3. Convert Data
Conversion Style
Direct - new system instantly replaces old
Parallel - new & old systems used simultaneously
What are pros/cons of each conversion style?

4. Conversions (continued)
Conversion Location
Pilot - one or more locs selected as test
Phased - locs converted in phases
Simultaneous - all locs converted at same time
Conversion Modules
Whole System - entire system installed at one time (most common)
Modular - system modules installed one at a time

5. Selecting Conversion Strategy

6. Change Management 3 Roles:
1. Sponsor - wants change
2. Change Agent - leads change
3. Potential Adopter - target of change
Ready Adopters (20% - 30%)
Resistant Adopters (20% - 30%)
Reluctant Adopters (40% - 60%)
“All change is made by individuals, not organizations.”

7. Resistance to Change
People change when benefits of change outweigh costs
Who determines benefits/costs?
Are User’s benefits/costs sometimes in conflict with the Organization’s benefits/costs? Example?

8. Motivate Change Management Policies Adoption Strategies
SOPs - define how processes are performed (formal & informal)
Measurements/Rewards
Resource Allocation
Adoption Strategies
Informational
convince users that change is for the better
works best when benefits outweigh costs
Political
organizational power used to motivate (coerce?) users
used best when costs outweigh benefits

9. Training Providing skills needed to adopt change
Most commonly overlooked part of process
Training should focus on what user needs to do, not what system can do
Approaches:
Classroom - most common
One-On-One
CBT - training via CD or web (eLearning)
What are pros/cons of each training technique?

10. Post-Implementation Activities
Goal is to institutionalize use of new system
System Support
On-line support (Help Desk)
Level 1 - support staff with broad PC skills
Level 2 - support staff who provide expert advice that is application-specific
Support issues beyond Level 2 become Change Requests:
Software bugs
Enhancements/changes from users or management
Integration changes (e.g., change to related system)
Infrastructure changes (e.g., network change)

11. Project Assessment
Goal is to understand what was successful & what needs to be improved
2 Primary Parts:
1. Project Team Review - how project team carried out activities (what worked, what didn’t)
2. System Review - were proposed benefits of new system actually realized?